Head of Technical Support @ Koast.ai

NEPSE Trading; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Koast.ai is seeking a Head of Technical Support to lead remote US-hours support for a fast-growing AI ads platform. You will own onboarding, ticket management, QA on releases, and act as the anchor between customers and engineering.

You will drive processes, build playbooks, and improve the support experience for agencies and enterprise buyers. You will manage the Intercom queue, reproduce bugs with precise steps, and contribute to knowledge articles while monitoring system health and

Qualifications

• 3+ years in customer support or technical support for a B2B SaaS product.
• Hands-on Meta ads experience with Ads Manager and API issues.
• Agency or performance marketing background strongly preferred.
• Experience with Intercom or similar support platform and ticketing tools.
• Experience running QA or UAT on software releases.
• Able to read logs, API responses, and error monitoring.
• No coding required; able to read enough to locate problems.
• Familiarity with attribution tools is a plus.
• Full-time availability during US business hours.

Responsibilities

• Onboard every new account, own every ticket, QA every release before production.
• Manage Intercom queue, ensure fast response times and quality resolutions.
• Reproduce bugs with steps and account context, file in Shortcut with details.
• Collaborate with engineering to surface patterns and drive fixes.
• Write help center articles and Loom walkthroughs for common issues.
• Monitor Sentry and PostHog for errors and drop-offs; flag widespread problems.
• Own weekly support reviews and report customer-health trends to leadership.

Skills

Meta ads experience

Technical support

Customer success

Tools

Intercom

Shortcut

Jira

Job description

Headquarters: Tampa, Florida URL: https://koast.ai

Head of Technical Support | Full-time | Remote (US hours) | Reports to the CEO

Koast is the AI operating layer for teams that run Meta ads at volume. Agencies, in-house media buying teams, and enterprise buyers managing 10+ ad accounts and launching 50+ ads a week use Koast to launch faster, automate optimizations off real attribution data, and see every account from one Command Center.

The Koast Agent is the next layer: an AI that reads the account, spots what matters, and acts inside guardrails. Our customers are media buyers. When something breaks, it is not a support ticket to them. It is a campaign that did not launch, a budget that did not move, or an account they cannot see. They need someone on the other end who has run ads, knows what they are looking at, and can tell the difference between a Meta API error, a user mistake, and a real bug. That is this role. You are the anchor between our customers and our engineers. You will onboard every new account, own every ticket, QA every release before it hits production, and make sure engineering hears about patterns, not anecdotes.

What You Will Own

Onboarding. Every new customer gets set up right the first time: ad accounts connected, attribution (Hyros, Cometly) wired in, team invited, first launch done together on a call. You will run these sessions yourself, then build the playbook and the in-app flow so the next hundred customers need less of you.

Support, end to end. Intercom is yours. Response times, resolution quality, the help center, the macros, the escalation path. You will answer tickets yourself until the volume justifies a hire, and you will know every customer by name before you delegate a single one.

Triage and the bridge to engineering. You decide what is a bug, what is a feature gap, what is Meta being Meta, and what is user error. Bugs get reproduced, documented with steps and account context, and filed in Shortcut with enough detail that an engineer can fix it without asking you a follow-up question. Patterns get surfaced in the weekly review with numbers: how many customers, how much spend affected, how often.

QA and release quality. Nothing ships to production without you having run it against a real ad account. You will own the QA pass on every release: launch flows, automations, Agent actions, integrations. You know what a broken campaign structure looks like in Ads Manager, and you catch it before a customer does.

System tightness. Meta API connections, token refreshes, webhook health, Whop account provisioning, attribution syncs. You will monitor them (Sentry, PostHog, internal dashboards), notice when something drifts, and get it fixed before it turns into a ticket.

Customer health and retention. You will know which accounts are launching, which have gone quiet, and which are about to churn. You will bring that list to the CEO weekly and you will own the outreach.

What you will do week to week

• Run onboarding calls for new customers and enterprise accounts.
• Connect accounts, verify data, launch the first campaign together.
• Work the Intercom queue.
• Own first response, resolution, and follow-up.
• Reproduce every reported bug against a real ad account before it goes to engineering.
• File and prioritize Shortcut tickets with repro steps, account IDs, screenshots, and expected versus actual behavior.
• QA each release candidate against a test account and a live customer scenario.
• Sign off or send it back.
• Monitor Sentry and PostHog for errors and drop-offs.
• Flag anything that affects more than one customer the same day.
• Run the weekly support review: ticket volume by category, time to resolution, top three patterns, customers at risk.
• One page, numbers first.
• Write help center articles and Loom walkthroughs for anything you have explained more than twice.

What sets you apart

You have run Meta ads. You know Ads Manager, campaign and ad set structure, learning phase, Advantage+, pixel and CAPI setup, and what "the API rejected my creative" actually means. This is a hard requirement, not a preference.

You have done support or customer success for a B2B SaaS product and you were the person engineers trusted because your bug reports were correct.

You can QA software. You have written test cases, run release checks, and sent a build back because it was not ready.

You are calm with a frustrated customer whose launch just failed, and you are direct with an engineer who shipped the thing that failed it.

You write tightly. Your tickets, your help articles, and your customer replies are shorter than everyone else's and clearer.

You want to build the support function, not just work inside one.

Requirements

• 3+ years in customer support, customer success, or technical support for a B2B SaaS product, including at least one role where you were the primary bridge to engineering.
• Hands-on Meta ads experience. You have managed ad accounts, launched campaigns, and troubleshot Ads Manager and API issues.
• Agency or performance marketing background strongly preferred.
• Experience with Intercom or a comparable support platform, and a ticketing or project tool (Shortcut, Linear, Jira).
• Experience running QA or UAT on software releases.
• Comfortable reading logs, API responses, and error monitoring (Sentry or similar).
• You do not need to write code. You need to read enough to know where the problem is.
• Familiarity with attribution tools (Hyros, Cometly, Triple Whale, Northbeam) is a plus.
• Available full-time during US business hours.

How You Work

Small team, high autonomy. Decisions are made with numbers, written down, and revisited when the numbers change. These are the values we run on. If they sound like you, you will fit right in. Mastery. "Good enough" is where you start, not where you stop. You keep sharpening the craft: tighter repros, faster resolutions, fewer repeat tickets. Push the Boundaries. You take on the ambitious version of the problem. Most support teams answer tickets. You w